Kingston, Ontario, Canada
Business Systems Analyst with Assurant Canada, where I employ my interpersonal skills and analytics experience to aid in the analysis of digital performance metrics to continuously improve customer service practices and facilitate customer experience. Responsible for analyzing and resolving customer billing issues in a timely manner and for working alongside multiple stakeholders from multiple departments to track KPIs and facilitate the visualization and communication of performance data analyzed. At the same time, I have worked as a Troop Commander with the Canadian Armed Forces (CAF), acquiring over three years of leadership and management experience. In this role, I have used my excellent interpersonal skills to promote and ensure strong group cohesion. Primarily focused on the professional and personal development of troops by preparing and presenting training packages consisting of classroom lectures and practical confirmation exercises. I am a Business Analytics graduate from St. Lawrence College. During this time, I have familiarized myself with data analytics tools like R, SQL, and Python for the purpose of data mining and extraction. In addition, I am proficient with data visualization software (PowerBI, Tableau) to create interactive dashboards that can track specified business metrics and provide additional BI insights. Additionally, I have also completed an M. A of International Relations at the University of Guelph. Extensively used MS Office programs (Word, PowerPoint, Excel) for research and organizational purposes, and thus gained an excellent working knowledge on preparing and presenting written or visual reports. During this period, I was able to develop strong written and verbal communication skills which have aided significantly since graduating from the program.
Collaborate with business partners and operations to define, document, and adapt business and functional requirements by establishing strong relationships with business partners and stakeholders. Provide root cause analyses for system and customer experience issues, while interpreting and presenting data that impacts the company's KPIs. Contribute to the design and execution of data queries, including building and improving existing Power BI reports, to validate that data used for statistical/trending analysis and various performance measurements is accurate and up-to-date. Demonstrate quality, attentiveness, and attention to detail - ensuring that customer service standards are adhered to and analyzing quality and customer service problems so that they may be resolved in a timely manner.
Responsible for communicating expectations, timelines, and training objectives to co-workers and supervisors. Supervised a rotating group of newly recruited soldiers to prepare them for their Basic Military Qualification (BMQ) course. Produced and presented multiple written documentation such as orders, training documents, and training plans for the squadron. Served as the Regimental Unit Elections Officer (UEO) for the 2021 Canadian Federal Election. Responsible for coordinating the set-up of advanced military poll booths, ensuring that all booths and volunteers had adequate materials to manage their stations and maintain information/electoral integrity over a 3 day period. Promoted strong relations among troops to ensure group cohesion using strong communication and interpersonal skills.
Short term placement position as part of the St. Lawrence College Business Analytics program. Aided in the development of PowerBI dashboards to be used by the operations and account executive teams at Assurant, which monitored specified KPIs for mobile insurance claims in a clear and consolidated manner. Collaborated with multiple stakeholders and clients to clearly outline expectations and business requirements and provide necessary production assistance to meet the specific objectives. Additional responsibilities included facilitating the mass migration of data and business reports from one web-based collaborative platform to another while simultaneously ensuring their implementation for use by clients and stakeholders.
Short term contract on behalf of Robert Half International. Processed and organized the accounts payable and materials management accounts for the end-of-year financial audit. Coordinated with suppliers to ensure that payment documentation and invoices had the correct information so that they could be processed in a timely manner.
Collected agronomic data throughout North America to aid in the development of agricultural products and policies. Collected data from Ontario farmers on behalf of Agriculture and Agri-Food Canada which was used to develop a provincial neonicotinoid policy in 2017 - 2018. Additionally, product quality surveys were performed for major agriculture companies like Syngenta, Bayer, and DuPont.